Articles

Customer Satisfaction in Airport Baggage Reclaim: Conceptualising a Moderated-Mediated Model of Service Quality and Risk Management

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This study conceptualises a moderated-mediation framework to explain customer satisfaction in airport baggage reclaim operations. Customer satisfaction is positioned as the dependent variable, with baggage reclaim handling process serving as the independent variable. Drawing on process improvement and service quality perspectives, the framework proposes service quality as a mediator through which baggage reclaim handling influences customer satisfaction. Efficient, reliable, and transparent baggage reclaim processes are expected to enhance perceptions of service quality, which in turn drive satisfaction. The framework further introduces risk management as a moderator, acknowledging the inherently uncertain and disruption-prone nature of airport operations. Operational risks such as system failures, congestion, and human error can weaken service consistency and undermine customer satisfaction, even when baggage processes are well designed. Effective risk management is therefore a contingency factor that strengthens the effect of the baggage reclaim handling process on customer satisfaction by stabilising service quality under varying operational conditions. Grounded in Process Improvement Theory, SERVQUAL, Expectation–Confirmation Theory, and Contingency Theory, the proposed model explains how operational efficiency translates into customer satisfaction through perceptual evaluations of service quality, while accounting for contextual risk conditions. The study integrates operational, perceptual, and contextual dimensions into a single explanatory framework and offers insights for highlighting the importance of aligning process optimisation with service quality management and robust risk mitigation strategies. The study concludes by encouraging future empirical research to test the proposed moderated-mediation relationships using multivariate statistical techniques and to support data-driven improvements in airport baggage operations and passenger experience.

Service Quality and Patient Satisfaction in Pharmacy Settings: A Systematic Review Using SERVQUAL Dimensions

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Background: Service quality is a fundamental determinant of patient satisfaction in pharmacy services. SERVQUAL, consisting of Tangibles, Reliability, Responsiveness, Assurance, and Empathy, is widely applied; however, the magnitude and consistency of its association with satisfaction vary by context. Objective: To synthesize available evidence on the relationship between SERVQUAL dimensions and patient satisfaction in hospital and community pharmacy settings amid growing digital healthcare adoption. Methods: This systematic review followed PRISMA 2020 guidelines. A total of 8,225 records were screened from Google Scholar and PubMed. Twelve quantitative studies conducted between 2017–2025 met inclusion criteria. The JBI Cross-Sectional Critical Appraisal Checklist was applied to assess methodological rigor. Results: All studies showed positive satisfaction outcomes, but predictive power varied across settings. In community pharmacies, medicine supply, environment, and communication were dominant satisfaction predictors. Meanwhile, reliability, assurance, and empathy were most influential in hospital pharmacies. Several studies reported non-significant effects for responsiveness and tangibles, indicating expectation–performance discrepancies and contextual constraints. Digital service readiness appears to influence patient experience but is rarely assessed using SERVQUAL. Conclusion: SERVQUAL remains a robust predictor of pharmacy service satisfaction; however, its impact is context-dependent. Strategic integration of SERVQUAL into digital transformation processes such as electronic prescriptions, automated dispensing, and digital queue systems will be essential to maintain quality and patient-centered outcomes.

Unveiling the Drivers of Tourist Loyalty: The Impact of Service Quality, Social Media Marketing, and Destination Image on Revisit Intention at Borobudur Temple, Indonesia

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This research explores the service quality, social media marketing, and destination image to assess how each significantly influences the tourists’ intention to revisit the Borobudur Temple, a cultural heritage site in Southeast Asia. This study is based on the theory of relationship marketing and destination branding and uses quantitative approach in the design of the research which employed SEM on survey data collected from 250 domestic and international visitors. The findings show that the social media marketing, as well as the service quality of the site, have both significant and positive influences on the intent to revisit and the image of the destination, while the destination image positively affects revisit intention. From this study, it can be concluded that it is critical to improve the service provided and the positive perception of the place using social media, especially in marketing and online brand promotion. In terms of theory, this study merges practice and digital marketing within the heritage tourism loyalty framework. Actionable strategies are provided to tourism policy makers and those responsible for marketing the region, stating that there should be a blend of excellent services on site and active online interaction to achieve tourist loyalty. The study recommends branding tailored to the expectation of the modern traveler, which is sensitive to culture but digitally connected. This research provides an empirical model aimed at reinforcing the intention to revisit cultural heritage sites which contributes to sustainable development of the destination.

The Effect of Product Quality, Service Quality, Service Recovery on Customer Satisfaction and Customer Loyalty in Business to Customer (B2C), Case Study of AMA Group Bandung

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The research has the aim of seeing the relationship and effect between the variables of Product Quality, Service Quality, and Service Recovery on customer satisfaction and loyalty at AMA Group Bandung which focuses on Business to Costumer (B2C) and finding solutions to business problems that exist in AMA Group, namely the instability of AMA Group’s sales revenue. This research includes quantitative and qualitative. In this study were AMA Group B2C customers Population. The sample was 100 AMA Group. Data collection using some techniques by researcher used include interviews, observation, internal analysis (Segmenting, Targeting, Positioning and Marketing Mix) and external analysis (PESTEL analysis, Competitor analysis), and also use customer analysis obtained through the use of questionnaires. The method used by researchers in this study using Validity analysis, Reliability analysis, Descriptive Analysis, and path analysis. Researchers in this study used an analytical tool is smartPLS. The analysis results by this researcher indicate that there is an influence between the variables of Product Quality, Service Quality, and Service Recovery on customer satisfaction and customer loyalty.

The Influence of Service Quality and Telemedicine Convenience on Patient Trust and Its Impact on Elderly Patient Satisfaction at Siloam Hospital Bekasi Sepanjang Jaya

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This study aims to analyze the influence of service quality and the convenience of telemedicine on patient trust and its impact on the satisfaction of elderly patients at Siloam Hospital Bekasi Sepanjang Jaya. The research employs a quantitative method with an associative approach. The population in this study consists of all elderly patients treated at Siloam Hospital Bekasi Sepanjang Jaya from January to September 2024, totaling 859 patients. A sample of 136 elderly patients was used. The analytical method applied is the SEM using SmartPLS (Partial Least Square). The findings indicate that service quality affects patient trust, telemedicine affects patient trust, service quality affects patient satisfaction, and telemedicine affects patient satisfaction, trust influences patient satisfaction, service quality mediated by trust influences patient satisfaction, and telemedicine mediated by trust influences the satisfaction of elderly patients at Siloam Hospital Bekasi Sepanjang Jaya.

The Influence of Service Quality on Loyalty Mediated by Customer Satisfaction at Hospital X

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The development of the business world is increasing, competition is very tight, so the thing that companies need to pay attention to is service quality. Service quality plays a very important role in hospital services because it will influence the loyalty and satisfaction of customers or patients who come to the hospital. Factors that influence service quality, namely Tangibility, Assurance, Reliability, Responsiveness, and Emphaty. Meanwhile, the definition of satisfaction is a person’s assessment of the product’s perceived performance or results in relation to expectations. And the definition of loyalty is a classic word used to describe loyalty and very enthusiastic devotion to an individual. What can be done to prepare ourselves for market demands is to improve service quality. The aim is to increase customer satisfaction and loyalty. This research aims to find out how much influence service quality has on customer satisfaction and loyalty at Hospital X. The number of samples in this research was 100 respondents. The data used is a type of quantitative data obtained from filling out questionnaires by selected respondents using a simple random sampling method. The analytical method used is processed using Smart PLS (Partial Least Square) software. The results of this research show that there is a significant influence of service quality on customer satisfaction and customer loyalty, customer satisfaction has a significant influence on customer loyalty, but customer satisfaction does not mediate the influence of service quality on customer satisfaction and loyalty.

Satisfaction Will Mediate the Effect of Waiting Time and Service Quality on Outpatient Loyalty at Husada Hospital

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This study aims to analyze the effect of waiting time and service quality on outpatient loyalty at Husada Hospital, by considering patient satisfaction as a mediating variable. The phenomenon of decreasing number of patient visits over the past three years is an important background of this study. The research method used is quantitative with a survey approach. Data were collected through questionnaires filled out by outpatients at Husada Hospital, with the analysis technique using Partial Least Square-Structural Equation Modeling (PLS-SEM). The results showed that waiting time and service quality had a significant effect on patient satisfaction, with p values of 0.000 each. Patient satisfaction also had a significant effect on patient loyalty (p = 0.000). However, waiting time and service quality did not have a direct effect on patient loyalty without mediation of patient satisfaction. The patient satisfaction variable fully mediates the effect of waiting time and service quality on patient loyalty. This study has implications for the need to increase waiting time efficiency and service quality management as a strategy to increase patient loyalty, especially in private hospitals.

Quality Service of The Online Integrated Referral Information System in The Emergency Department of RSUD Bahteramas Southeast Sulawesi Province

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The Integrated Referral System (Sisrute) is important in the referral system for patients who need emergency services. This study aims to determine the quality of the Sisrute IGD service at Bahteramas Hospital through qualitative research with a phenomenological approach. The primary informants were 12, and the supporting informants were 6—determination of informants using non-probability and purposive sampling techniques. The results showed that the effectiveness of the Sisrute program has not been maximized because there are obstacles such as internet network problems, slow referral response time, and a lack of resources to manage the program. The security aspect of the Sisrute application is considered quite good because it is supervised by the State Cyber Agency (BSSN), which uses one password for one user. For Sisrute’s user admin personnel, there may still be insecurity flaws, such as accounts needing to be signed out after use or users giving their access accounts to other unauthorized parties. Regarding focusing on patients, Sisrute services are considered to have been implemented based on the conditions and needs of patients. The timeliness of Sisrute services is considered a waste of time when answering Sisrute.

Proposed Marketing Strategy to Attract Potential Customers and Increase Revenue through Product Diversification in Resik Wangi Auto Detailing

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The automotive detailing industry in South Jakarta is experiencing heightened competition, impacting the revenue of Resik Wangi Auto Detailing. This thesis investigates the factors contributing to the revenue decline and proposes a comprehensive marketing strategy focused on product diversification and digital marketing to attract potential customers and increase revenue. The study employs a mixed-methods approach, combining quantitative surveys and qualitative interviews to gather data on customer preferences, market conditions, and business performance. The research identifies that the primary internal challenge is the lack of diversified services, while externally, increased competition and consumer behavior heavily influenced by digital marketing and service quality are critical factors.

Key findings indicate that product diversification, particularly through bundled service packages like the “Signature Menu” and “Ultimate Menu,” can significantly enhance customer satisfaction and loyalty. Competitive pricing strategies and a robust digital marketing presence are essential in attracting and retaining customers. The study concludes that by implementing these strategies, Resik Wangi can effectively address its revenue challenges and achieve sustainable business growth.Recommendations for Resik Wangi include the immediate implementation of diversified service packages, enhanced digital marketing efforts, competitive pricing, and a strong focus on service quality. Additionally, future research should explore further diversification opportunities and the impact of emerging technologies on customer engagement and marketing strategies. This research provides a strategic framework for Resik Wangi Auto Detailing to navigate the competitive landscape, improve market positioning, and increase revenue through targeted marketing and service enhancements.

The Effect of Perceived Ease of Use and Service Quality on Customer Loyalty with Customer Satisfaction as an Intervening Variable: Case Study on Tokopedia

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Transactions on e-commerce have become a common habit in society. Indonesia had approximately 196.47 million e-commerce users, and this number is predicted to continue increasing. The total value of e-commerce transactions has reached Rp 453.75 trillion, and Tokopedia is among the top five e-commerce platforms with the most visitors, totaling 1.2 billion visits. However, Tokopedia has recently experienced a 31% decrease in visits compared to the previous year, and many users have expressed dissatisfaction. Based on these issues, the aim of this research is to determine the influence of service quality and perceived ease of use on customer loyalty, with customer satisfaction serving as a mediating variable with the object of research Tokopedia. This research is quantitative in nature, utilizing descriptive and causal analysis. Sampling was carried out using purposive sampling method, resulting in 400 respondents who fulfilled the requirements applied in this research. The analysis was conducted using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with the SmartPLS 3. The findings of this research indicate a positive and significant effect of perceived ease of use and service quality on customer loyalty, both directly and indirectly through customer satisfaction. The model used in this study explains 55.8% of consumer loyalty behavior towards Tokopedia, which falls into the moderate category. Tokopedia should enhance the quality of services offered to users and ensure they encounter no difficulties while using the Tokopedia application. The objective is to improve customer satisfaction on Tokopedia, ultimately leading to increased customer loyalty.